Business Customer Service Lead Agent

1 month ago

Brighton, Brighton and Hove, United Kingdom Centrica Full time
Job Title: Business Customer Service Lead Agent

We are Centrica, a family of brands revolutionising a cleaner, greener future. Working here is More Than A Career - we're powered by purpose. Together we can make an impact that will truly change tomorrow.

Your work here isn't just a job – it's a mission. We all play a vital role in energising a greener, fairer future.

Job Summary

We are seeking a Business Customer Service Lead Agent to join our team. This is a permanent role based at our client's site in Brighton, Monday to Friday.

As a Business Customer Service Lead Agent, you will be responsible for the administrative work associated with the delivery of Service & Repair and Installation contracts for our Social Housing client.

You will work closely with the Field Operations team to deliver exceptional customer service, measured against internal and contract-specific Service Level Agreements and Key Performance Indicators.

Key Responsibilities
  • Respond to daily email traffic internal and external customers and clients
  • Log new customer calls on the appropriate works system, ensuring client priorities are met, while recording accurate quality data
  • Book appointments and schedule work to engineers to maximise daily productivity
  • Ensure that all internal work systems are updated accurately and in a timely manner
  • Ensure appropriate charges are applied to work orders highlighting chargeable opportunities
  • Weekly/Monthly valuation preparation
  • Maintain up-to-date knowledge and awareness of all relevant information and data such as MI, Quality/Audit results and Operational Briefs to enable you to identify coaching opportunities and promote Best Practice within your team
  • Deliver coaching and provide feedback to Advisors to ensure they improve quality and competence
  • Provide expert advice to the team with regards to process, products, systems and behaviours
  • Receive regular feedback from your Business Customer Service Manager and other colleagues regarding your own performance through coaching sessions
  • Assist the Business Customer Service Manager in leading, motivating and inspiring team and colleagues
  • Deputise for the Business Customer Service Manager in absence and assist them in delivering communications, safety briefs, engagement activities etc.
  • Supervisory cover during Out of Hours for the department
  • Actively manage work queues to ensure your team control open work in progress and manage housekeeping element to keep records up to date in Pilot system/client systems where necessary
  • Ownership of Billing and valuation activities for contracts within your remit to ensure we hit the appropriate targets and manage unbilled debt
  • Identify areas for improvement and develop strategies for implementation. Continually develop systems, processes and procedures that improve efficiencies, reduce operating costs and improve customer satisfaction
  • Compliance with contractual regulatory and other appropriate guidelines/standards to deliver an efficient and cost-effective service
  • Manage any complaints or queries, in line with Business Customer Delivery processes and procedures to ensure they are handled and resolved in a timely manner, escalate where appropriate
  • Gain insight into trends of performance in customer excellence and provide feedback and generate ideas to continually drive improvement
  • Undertake judgement-based quality assurance on a regular basis to ensure key operational processes are compiled with by the teams
  • Build relationships and engage with our outsource partners to share best practice to achieve Model Call and service excellence
  • Follow our people management policies and procedures to ensure that we are treating our people fairly and consistently
  • Ensure customer-related information systems are operated to the required standard to maintain accurate and secure records
  • Operational support for other areas in the Department when required, including booking and dispatching jobs to engineers and telephony support to ensure we meet our Service Delivery obligations
  • Provide technical assistance to Managers in the resolution of complaints and problematic jobs. Where appropriate, ensure effective actions are implemented root cause identified
  • Identify any operational, contractual and regulatory risks, escalating as appropriate
  • Operate information systems, client portals to the required standard to maintain accurate and secure records
  • Understand and adhere to the company and department standards, policies and procedures
Requirements
  • Good team-working skills, with the ability to respond professionally to customer and client enquiries
  • Excellent interpersonal, oral, and written communication skills, with a self-motivated approach and problem-solving skills
  • Ability to respond positively to changing workloads and priorities, with a willingness to undertake varied responsibilities
  • Competent user of Microsoft Office (e.g. Outlook, Word and Excel) with strong IT skills and an ability to learn new systems
  • Ability to prioritise tasks, work well under pressure and manage your workload, with a high degree of diligence
  • Excellent written & verbal communication skills to all levels
  • Ability to gather data & handle large amounts of information
  • Ability to motivate and engage team members and teams
  • Good analytical, problem-solving and negotiation skills
  • Ability to overcome objections, manage expectations & retain strong customer focus
  • Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with colleagues
  • Ability to work individually or within a team scenario
  • Passion for quality within the customer service environment
  • Exemplary coaching skills
  • Ability to resolve Complaints and escalate where necessary
  • Good understanding of what delivers great customer service
  • Ability to handle complex queries and challenging customer scenarios
  • Strong levels of literacy
  • Working knowledge of a social housing environment desirable
  • Experience of working in multi-disciplined teams and interactive client relationship experience is desirable
  • Experience of audit, QA or other process compliance type functions
  • Experience of data analysis and presentation (use of excel and powerpoint)
  • Personal drive and enthusiasm to meet and exceed targets
  • Building Great Relationships: Impact and influencing skills, Confidence and creditability, Effective networking, Partnering
  • Manage Change: Stakeholder management, Effective decision making
  • Gas and multi-trade technical knowledge preferred but not essential
What We Offer
  • 25 days annual leave + bank holidays
  • Company matched contribution Pension Scheme up to 3%
  • Group Income Protection, Life Assurance & Accident Insurance
  • Company Funded Healthcare plan
  • Access to MyHealth with 24/7 MyCare phone line
  • Online GP24 virtual service
  • Eye Test Voucher
  • Annual pay review
  • Legal Help
  • Financial Education
  • Centrica Benefits via 'BeneKit' – offers & discounts with high street partners
  • Profit Share Award
  • Employee Energy Allowance

  • Business Customer Service Lead Agent

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Centrica Full time

    Customer Service Excellence at CentricaWe are seeking a highly skilled Business Customer Service Lead Agent to join our team at Centrica. As a key member of our Operations Support Team, you will play a vital role in delivering exceptional customer service to our Social Housing clients.Key ResponsibilitiesProvide administrative support for the delivery of...

  • Business Customer Service Lead Agent

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Centrica Full time

    We are Centrica, a family of brands revolutionising a cleaner, greener future. Working here is more than a career - we're powered by purpose. Together we can make an impact that will truly change tomorrow.Your work here isn't just a job – it's a mission. We all play a vital role in energising a greener, fairer future.We're seeking a Business Customer...

  • Estate Agent Trainee

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Fox & Sons Full time

    Trainee Estate AgentAt Fox & Sons, part of the Connells Group, we're seeking a highly motivated Trainee Estate Agent to join our team as a Lettings Viewer. This role involves conducting viewings and assisting with queries in a professional and efficient manner.A quick look at the roleIn this position, you'll be helping potential buyers by carrying out...

  • Sales and Service Excellence Leader

    4 days ago

    Brighton, Brighton and Hove, United Kingdom Domestic & General Service GmbH Full time

    Company OverviewDomestic & General Service GmbH is a pioneering service organisation committed to delivering exceptional customer experiences. We are expanding our horizons, entering new markets and territories internationally, and we need your expertise to help us on this journey.Salary and BenefitsWe offer a competitive basic salary for our Contact Centre...

  • Customer Service Representative

    3 weeks ago

    Brighton, Brighton and Hove, United Kingdom Clearline Recruitment Ltd Full time £20

    Clearline Recruitment Ltd is seeking a Customer Service Representative to join their team in Brighton. This role involves handling guarantee of payments, validating cover with insurers, and supporting case managers. The ideal candidate will be proficient in Outlook, Microsoft Word, and Excel, with an advanced level of English and strong customer service...

  • Trainee Estate Agent

    2 weeks ago

    Brighton, Brighton and Hove, United Kingdom Fox & Sons Full time

    Trainee Estate Agent Role OverviewWe are seeking a highly motivated Trainee Estate Agent to join our team in Brighton. As a Lettings Viewer, you will conduct viewings for our lettings team in a fixed-term contract.Key Responsibilities:Help potential buyers by carrying out viewings and assisting with queries in a professional and efficient manner.Utilize...

  • Customer Service Team Lead

    1 week ago

    Brighton, Brighton and Hove, United Kingdom ABM UK Full time

    Customer Service Team LeadWe are seeking a highly skilled Customer Service Team Lead to join our team at ABM UK. As a Customer Service Team Lead, you will be responsible for overseeing the smooth operation of our Customer Service department, supervising Customer Service Operatives, and supporting site management.Key responsibilities include:Facilitating the...

  • Customer Service Team Lead

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Page Personnel Sales Full time

    About Our ClientPage Personnel Sales is seeking a Customer Service Team Lead to join their team.Job DescriptionLead a high-performing customer service team to deliver excellent service in line with company standards.Develop and implement effective customer service policies and procedures.Handle complex customer complaints and queries.Coordinate with other...

  • Estate Agent

    3 weeks ago

    Brighton, Brighton and Hove, United Kingdom Fox & Sons Full time

    Property Listings Specialist RoleWe're seeking a skilled Estate Agent to join our team as a Property Listings Specialist at Fox & Sons, a renowned estate agency part of the Connells Group in Brighton. The successful candidate will complement our residential lettings team in branch.Main ResponsibilitiesWin listings and gain new instructions for properties to...

  • Customer Service Team Lead

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Tate Full time

    Job Summary:As a Customer Service Team Lead at Tate, you will be responsible for leading and developing a high-performing customer service team. You will inspire a strong team spirit, conduct regular one-to-one meetings, and proactively develop staff through Personal Development Plans (PDP's).Key Responsibilities:Lead and develop the customer service team,...

  • Sales Professional with a Passion for Customer Service

    3 weeks ago

    Brighton, Brighton and Hove, United Kingdom Repair and Assure LTD Full time

    Unlock Your Sales PotentialWe are seeking a driven and ambitious Telesales Agent to join our Sales Team at Repair and Assure LTD, specializing in selling warranties for white goods such as refrigerators, washing machines, and dishwashers.The ideal candidate will have excellent communication skills, a passion for customer service, and a knack for persuasive...

  • Customer Service Team Lead

    2 weeks ago

    Brighton, Brighton and Hove, United Kingdom Portico Full time

    Portico's Unique CultureWe are a dynamic and forward-thinking company that values hard work, dedication, and a passion for delivering exceptional service.As a Reception Supervisor with Portico, you will play a key role in shaping the company's culture and values by leading our small team based at a prestigious building in the city.Job Responsibilities Lead...

  • Senior Lettings Negotiator

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Fox & Sons Full time

    Senior Lettings NegotiatorAbout the Role:We are seeking a highly skilled and results-driven Senior Lettings Negotiator to lead our residential Lettings team at Fox & Sons Estate Agents in Brighton.Key Responsibilities:Generate and book valuationsConduct property viewings and negotiate tenanciesMaximise overall income and profitability of the...

  • Business Systems Analyst

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Legal & General Full time

    Job OverviewTo give you a sense of what you'll be doing in this role, we've outlined some key responsibilities below:Developing and documenting requirements and user stories from stakeholders.Supporting the design and facilitation of workshops, stakeholder interviews, and discovery activities.Validating user stories using research, system analysis, data, and...

  • Senior Business Consultant

    3 weeks ago

    Brighton, Brighton and Hove, United Kingdom Legal & General Full time

    Key Responsibilities As a Business Analyst, you will be responsible for formulating and documenting requirements, eliciting user stories from stakeholders, and supporting the design of workshops and stakeholder interviews. You will also be involved in validating user stories using research and data, and contributing to the prioritization of product...

  • Customer Service Team Lead

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Portico Full time

    Our CultureAt Portico, we believe that work should be fun and engaging. Our unique culture rewards hard work and dedication, empowers people to grow, and values diversity and equality.We are looking for a customer-focused Reception Supervisor to lead our small team based at a prestigious building in the city.The Reception Supervisor will be responsible for...

  • Student Services Coordinator

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Study Group Full time

    About the RoleThe Student Services Coordinator will provide comprehensive support to students, agents, and parents throughout the student journey, from pre-arrival to post-arrival. This role involves delivering student-facing support as part of a centralised Pre-Arrival service, ensuring that student, agent, sponsor, and parent enquiries are responded to...

  • Customer Service Team Lead

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Portico Full time

    Portico's Unique CultureWe're a company that believes work should be fun and engaging. Our culture rewards hard work and dedication, and empowers people to grow. We're a diverse family that treats everyone equally, giving everyone the same opportunities to develop and progress in their careers.We're looking for a customer-focused Reception Supervisor to lead...

  • Motoring Business Lead

    3 weeks ago

    Brighton, Brighton and Hove, United Kingdom Halfords Full time

    We're seeking an accomplished Motoring Business Lead to drive our automotive service, maintenance, and repair business forward. As the UK's largest retailer of motoring and cycling products and services, we're rapidly growing our business with a focus on motoring services and electric mobility.With a competitive salary range of £27,851 to £33,207 per...

  • Customer Service Ambassador

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Genting Casinos Full time

    Customer Service ExcellenceWe are seeking a skilled Slots Host to deliver exceptional customer service and ensure our customers have a great experience on our slot machines and electronic gaming areas.Key ResponsibilitiesProvide a warm and friendly welcome to all customers.Offer assistance and support to customers in the slots and electronic gaming...